Drilldown: GCXI Metric

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GCXI Metric > displaysInFolder : Designer > Session Milestone or iWD > Email or Other & dbTable: None

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type:
None (2) · Disposition (4)
mediaType:
None (2) · All (4) · All (except Chat) (4) · Chat (2) · Open (sync) (2) · Voice (4)
dataType:
None (2) · Number (4)
folder:
Agent > Activity (2) · iWD (2) · Queue (2)
displaysInFolder: (Click arrow to add another value)
displaysInFolder Cloud:
None (6) · "none" (2)
displaysInFolder Premise:
None (6)
internalMetricID:
None (2) · A_CONSULT_RCV_WARM_TIME (2) · A_CONSULT_RECEIVED_TIME (2) · A_ENGAGE_TIME_AVG (2) · A_HANDLE_TIME (2) · A_HANDLE_TIME_AVG (2) · A_HOLD_TIME_AVG (2) · QC_CONSULT_RCV_WARM_TIME (2) · QC_CONSULT_RECEIVED_TIME (2) · QC_CONSULT_RECEIVED_TIME_AVG (2) · Q_ABANDONED_INVITE_PCT (2) · Q_ABANDONED_PCT (2) · Q_ABANDONED_SHORT_PCT (2) · Q_ABANDONED_TIME_AVG (2) · Q_ACCEPTED_AGENT_PCT (2) · Q_ACCEPTED_AGENT_TIME_AVG (2) · Q_ACCEPTED_OTHER (2) · Q_ACCEPTED_TIME_AVG (2) · Q_ASA (2) · Q_HANDLE_TIME (2) · Q_HOLD_TIME_AVG (2) · Q_INVITE_TIME_AVG (2) · Q_SERVICE_LEVEL_ACC_PCT (2) · Q_TRANSFER_INIT_AGENT_PCT (2) · Q_WRAP_TIME_AVG (2)
dbTable: (Click arrow to add another value)
calculation:
None (2) · Calculated as AG2_QUEUE_[*].CONSULT_RCV_WARM_ENGAGE_TIME plus AG2_QUEUE_[*].CONSULT_RCV_WARM_HOLD_TIME, or as AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME + AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME (2) · Calculated as AG2_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME plus AG2_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME or as AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME plus AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_HOLD_TIME (2) · Calculated as Canceled - Canceled Autocompleted (2) · Calculated as Completed - Completed Agent (2) · Calculated as Engage Time divided by Accepted Agent metrics. (2) · Calculated as Handle Time divided by the sum of Accepted Interactions and Received Consultations. (2) · Calculated as iWD > Finished / iWD > New (2) · Calculated as iWD > Finished Overdue / iWD > Finished (2) · Calculated as iWD > Finished Time / iWD > Finished. (2) · Calculated as Pre Source System Time / Finished. (2) · Calculated as Source System Time / Finished (2) · Calculated as the sum of AG2_AGENT_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RCV_WARM_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME (2) · Calculated as the sum of AG2_AGENT_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RECEIVED_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RECEIVED_HOLD_TIME (2) · Calculated based on the Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult Received Wrap Time, Consult Received Warm Time activity metrics. (2) · Calculated based on the following metrics from the Queue folder: Engage Time, Wrap Time, Hold Time, Consult Received Time, and Consult Received Wrap Time, Consult Received Warm Time, and Consult Received Warm Wrap metrics. Time Queue (2) · Calculated based on the Hold and Hold Time Activity metrics. (2) · Calculated based on the Queue > Abandoned Inviting and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Abandoned Waiting and Queue > Q Customer > Entered metrics. (2) · Calculated based on the Queue > Abandoned Waiting Time and Queue > Abandoned Waiting metrics. (2) · Calculated based on the Queue > Accept Time Agent and Queue > Accepted Agent metrics. (2) · Calculated based on the Queue > Accept Time and Queue > Accepted metrics. (2) · Calculated based on the Queue > Accepted Agent and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Accepted and Queue > Accepted Agent metrics. (2) · Calculated based on the Queue > Accepted in Threshold and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Consult Received Time, Consult Received Warm Time, Consult Received Accepted, and Consult Received Accepted Warm metrics. (2) · Calculated based on the Queue > Hold Time and Queue > Hold metrics. (2) · Calculated based on the Queue > Invite Time and Queue > Invite metrics. (2) · Calculated based on the Queue > Short Abandoned Waiting and Queue > Entered metrics. (2) · Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted Agent metrics. (2) · Calculated based on the Queue > Wrap Time and Queue > Wrap metrics. (2) · If "Finished Agent" metric is calculated: Accept Time / Finished Agent. Otherwise: Accept Time / Finished (2) · If "Finished Agent" metric is calculated: Accept To Complete Time / Finished Agent, otherwise: Accept To Complete Time / Finished (2) · If "Finished Agent" metric is calculated: Handle Time / Finished Agent, otherwise: Handle Time / Finished (2)
usedIn:
None (4) · Agent Activity (2) · Agent Conduct Report (2) · Agent Group Business Attribute Report (2) · Agent Group Interaction Handling Report (2) · Agent Interaction Hierarchy Report (2) · Agent Interval Based Report (2) · Agent Outbound Campaign Report (2) · Agent Performance Dashboard (2) · Agent Report (2) · Agent Summary Activity Report (Interaction) (2) · Agent Task Dashboard (2) · Agent Utilization Email Report (2) · Agent Utilization Report (2) · Capture Point Business Value Report (2) · Capture Point Report (2) · Capture Point Task Duration Report (2) · Customer Segment Service Level Report (2) · Interaction Traffic Group Report (2) · Interaction Traffic Report (2) · Intraday Process Report (2) · Predictive Routing - AHT & QUEUE (2) · Predictive Routing Queue Statistics Report (2) · Queue Dashboard (2) · Queue Outline Report (2) · Queue Report (2) · Queue Summary Report (2) · Supervisor Dashboard (2) · Task Routing Agent Activity (2) · Task Routing Agent Group Activity (2)
cloud:
None (2) · yes (6)
premise:
None (2) · no (2) · yes (6)
project:
None (6)
notproject:
None (6)
anchor:
Other values:

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